AccountId: 011433970860
ContactId: fbc4a923-e0da-402c-b423-e0943a9e0e2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186039 ms
Total Talk Time (AGENT): 87825 ms
Total Talk Time (CUSTOMER): 92350 ms
Interruptions: 3
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/fbc4a923-e0da-402c-b423-e0943a9e0e2d_20250207T19:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm a customer and I had filed a, a gap plan, uh, claim, and I was just wanting to call and see if y'all received it. I felt, I sent it through the mail and I was wanting to make sure you received it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, yeah, I can check to see if we got that claim. Uh, let's see, [PII], can I get a good call back number from you first in case we disconnected?
[CUSTOMER][POSITIVE] Hey how you doing bud?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do 01884068.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] All [PII], and [PII], just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, it is, I, well, I want to rather be, I don't know what it is, there's two, but I'd rather be [PII].
[CUSTOMER][NEUTRAL] If that's not it, I can give you the other one.
[AGENT][NEUTRAL] OK, yeah, that is not what we've got.
[CUSTOMER][NEUTRAL] OK, you've probably got [PII].
[AGENT][NEUTRAL] That's what we've got, yes, um, could you repeat what you would like it to be? I can change it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] As in [PII]
[CUSTOMER][NEUTRAL] in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Got it. OK, thank you for that. I will go ahead and get that changed, um, and then I appreciate you verifying that information.
[CUSTOMER][POSITIVE] OK, but the other one's still good too. I'd just rather they come into that one. Sorry to interrupt you. I'm sorry.
[AGENT][NEUTRAL] Sure, of course, no, no, you're perfectly fine that's no trouble at all um alrighty so I do see looks like we received some claim information yesterday, so I do see we've received it and it is currently in line for processing. So typically it can take once we've received it, it can take 7 to 10 business days for claim information to finish processing. It does not usually take that long, um, but it can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So you can give us a call whenever you'd like and we're more than welcome to, or more than happy to give you an update on that status.
[CUSTOMER][POSITIVE] OK, alright, I just want the biggest thing was I want to make sure you've got it, so that that's a positive point. Alright, thank you very much then.
[AGENT][POSITIVE] Of course. Oh yeah, definitely.
[AGENT][POSITIVE] Yes, ma'am. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all I needed today and I hope you have a wonderful afternoon.
[AGENT][POSITIVE] All righty. Thank you, [PII]. You too. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.